Service Desk and Operations Manager

Service Desk and Operations Manager

Join to apply for the Service Desk and Operations Manager role at Tesco Technology.

About the Role

Service Senior Managers are an effective leader responsible for overall performance of Service/Operations. You drive transformation based on data within your teams and liaise with peers in delivering consistent service. You manage larger teams, supervise managers and maintain a good balance of technical and management expertise. You support, enable and drive the performance of managers in delivery of their targets and excellent customer service.

Responsibilities

• Deliver service as per agreed KPI and represent Service/Operations in governance meetings with stakeholders.
• Build a high-performance team capable of delivering excellent customer service through improved responsiveness, communication, professionalism, and knowledge of the systems.
• Build strong relationships within Technology and with suppliers externally.
• Be a leader in coming up with innovative solutions to simplify the problems with intuitive, closed‑loop and high-level engagement.
• Strong understanding of services that and Operations support and how these are connected together.
• Shape the strategy by planning, executing and measuring the service levels.
• Stand as the ultimate point of escalation with respect to people, process and technology issues.
• Ensure that daily, weekly, and monthly statistics, status reports, and other reporting requests are maintained and available as requested.

Qualifications

• ITIL or Lean Six Sigma certification.
• IT Asset management and IT Assets Life Cycle knowledge.
• Experience with ZenDesk, Chatbot, Cisco TP, Microsoft MTR, Condeco, Cloud, ITSM tools.
• People management experience.
• Leadership skills.
• Excellent communication and presentation skills.
• Strong analytical skills.

Benefits

• Annual bonus scheme of up to 20% of base salary.
• Holiday starting at 25 days plus a personal day (plus Bank holidays).
• Private medical insurance.
• 26 weeks maternity and adoption leave (after 1 year’s service) at full pay, followed by 13 weeks of Statutory Maternity Pay or Statutory Adoption Pay, and 4 weeks fully paid paternity leave.
• Free 24/7 virtual GP service, Employee Assistance Programme (EAP) for you and your family, free access to a range of experts to support your mental wellbeing.

About Us

Our vision at Tesco is to become every customer\’s favourite way to shop, whether they are at home or out on the move. Our core purpose is ‘Serving our customers, communities and planet a little better every day’. Serving means more than a transactional relationship with our customers. It means acting as a responsible and sustainable business for all stakeholders, the communities we are part of and the planet.

We are proud to have an inclusive culture at Tesco where everyone truly feels able to be themselves. We celebrate diversity and recognise the value and opportunity it brings. We’re committed to creating a workplace where differences are valued, and make sure that all colleagues are given the same opportunities. We’re proud to have been accredited Disability Confident Leader and we’re committed to providing a fully inclusive and accessible recruitment process. For further information on the accessibility support we can offer, please click here.

We’re a big business and we can offer a range of diverse full-time & part‑time working patterns across our many business areas. Our offices will continue to be where we connect, collaborate and innovate. If you are applying internally, please speak to the Hiring Manager about how this can work for you – everyone is welcome at Tesco.